The Resilient Household: Rethinking Customer Support, Affordability, and Payment Stability
As economic pressures increase and utility bills rise, utilities are re-examining how they support vulnerable customers while maintaining financial stability. Traditional assistance programs—such as static discounts or crisis-driven interventions—are increasingly giving way to more dynamic approaches that encourage long-term payment stability and stronger customer relationships. This session will explore how utilities are redesigning customer affordability programs through data-driven insights, flexible payment arrangements, and new approaches to arrearage management.
Panelists will discuss emerging models such as percentage-of-income payment plans, behavioral payment programs, and strategies for identifying energy burden using customer data and analytics. Participants will also examine the evolving role of billing and payment platforms in supporting these programs and the opportunities for utilities to better align credit policies, customer engagement, and financial assistance programs.
Attendees will leave with practical insights into how utilities can support financially stressed customers while improving payment consistency, reducing arrearages, and strengthening the long-term sustainability of customer programs.
Moderated by: I.S. Dunklin, CEO, Chartwell Inc.
I.S. Dunklin is Chief Executive Officer of Chartwell, Inc., where he leads the organization’s strategy and its role as a trusted source of insight for the North American utility industry. He partners with utility executives and industry leaders to advance thinking on customer experience, organizational resilience, and operational performance in a period of rapid sector change.
He brings a multidisciplinary background spanning consulting, finance leadership, applied research, policy and stakeholder engagement, with a focus on translating complex data and industry dynamics into actionable intelligence for executive decision-making.
Since joining Chartwell in 2020, I.S. has held successive leadership roles across research and revenue strategy, contributing to the expansion of the organization’s capabilities and its engagement with senior utility stakeholders across North America.
His work centers on helping utilities navigate long-term transformation by translating data and research into actionable strategies that advance performance and community outcomes.
Panelists: To Be Announced
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